Social CRM For Dummies - Softcover

Lacy, Kyle; Diamond, Stephanie; Ferrara, Jon

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Softcover

ISBN 10: 1118242491 ISBN 13: 9781118242490

Publisher: For Dummies, 2013

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Discover great ways to engage your customers through the social web

Social CRM is an evolving tool to help you engage your customers, interact with them, and develop deeper relationships. This handy guide teaches you how to make the most of it, whether your business is a small shop or a large corporation. In a friendly, easy-to-understand style, it explains how you can create new marketing communications and develop smart, applicable content that produces results from your online community. You'll learn to use data to drive results, create social Key Performance Indicators for different business units, and a great deal more.

Today's consumer uses technology to select relationships with companies; this book teaches business owners how to use social CRM to create relationships that customers want to maintain
Explains how to integrate social media into your CRM mix
Shows how to use data and information gathered through social sites
Helps you develop social KPIs and create content that gets results from your online community

Social CRM For Dummies helps businesses large and small use social media to develop and maintain productive customer relationships.

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From the Back Cover:

Learn to:

Create new marketing communications quickly
Engage and collaborate with your customers
Maximize digital media for customer service
Develop content that gets results from your online community

Big business or small, social CRM helps you reach and interact with your customers

Today's customer-focused technology can revolutionize the way you support and market your business. Social media shapes opinions about brands, including yours, and this book teaches you how to influence those opinions by interacting with your customers. Learn to build a strategy, craft a social business, measure the results, and keep moving forward.

What makes it social — compare traditional customer relationship management with social CRM and understand the differences
Create a strategy — explore social business models, learn how to make your message relevant to your audience, and earn your customers' trust
Be customer-centric — discover how to listen to your customers on social media and identify solutions your business can provide
Choose your media — learn effective ways to engage customers with blogs, video, podcasts, Facebook, and Twitter
Examine the ecosystem — find out how to assess your business ecosystem and incorporate the right social CRM tools
Stay mobile — recognize consumer trends in mobile and tailor mobile campaigns to your customers' needs
Sort the information — learn how to analyze social CRM data

Open the book and find:

The evolution of social CRM
Tips on interacting with customers
Why mobile matters
How to set goals that guide analytics
What loyalty programs do to retain customers
Social CRM success stories
The importance of a social media policy
How to empower your employees

About the Author:

Kyle Lacy is an authority on applying social and digital media in both large and small businesses. Stephanie Diamond is a former marketing director for AOL and founder of Digital Media Works, Inc. Jon Ferrara is the founder and CEO of a social CRM company, Nimble, and cofounded CRM solution GoldMine.

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